We want you to love your new bathroom as much as we do. This page explains how we handle deliveries, returns, and refunds — including what to do if something arrives damaged or if you change your mind.

1. Delivery

• All orders are delivered directly to your address by our trusted delivery partners.
• When your order arrives, please check all items carefully for any visible damage or missing parts before signing for delivery.
• If you notice any damage or missing items, please contact us within 7 days of delivery at hello@aquazenbathrooms.co.uk, including your order number and photos where possible.
• Deliveries take place Monday – Friday between 7 am and 6 pm (excluding Bank Holidays).
• Larger items may be delivered by a single driver, so please ensure someone is available to assist if needed.
• All deliveries require a signature upon receipt.

2. Failed Deliveries

• Once your order has been placed & payment confirmed, you’ll receive a text message containing a link to book your preferred delivery date and time slot.
• Please ensure someone is available at the property during your chosen slot, as all deliveries require a signature on arrival.
• If no one is available and the delivery cannot be completed, a redelivery charge may apply to cover the cost of re-arranging and re-sending your order.
• You’ll be contacted via the mobile number provided on your order to arrange a new delivery date if needed.
• Repeated failed delivery attempts may result in your order being returned to our warehouse, in which case the original delivery charge will not be refunded.

3. Cancelling Your Order

• You can cancel your order at any time up to 14 days after delivery, in line with the Consumer Contracts Regulations 2013.
• To cancel, email hello@aquazenbathrooms.co.uk with your order number and the item(s) you wish to return.
• You then have a further 14 days to return the goods once you’ve notified us.
• Items must be unused, uninstalled, and returned in their original packaging.
• Custom-made, special-order, or hygiene-sensitive items (such as toilet seats) are excluded from cancellation once unsealed or installed.
• Returns will aim to be collected within 3 working days by our delivery partner, and communication will be via the mobile number used on your original order.

4. Faulty or Damaged Items

• If your item arrives damaged or develops a fault, please contact us as soon as possible — ideally within 7 days of delivery.
• Do not install or continue using a faulty product, as this may affect your ability to claim a replacement or refund.
• We may request photos or a short video to help assess the issue quickly.
• Once confirmed, we’ll arrange a repair, replacement, or refund, depending on the manufacturer’s process.
• Some brands (for example, appliance or shower manufacturers) may send an engineer to inspect or repair the item on-site.

5. Non-Faulty (Change of Mind) Returns

• You have 14 days from delivery to return non-faulty items.
• Products must be unused, uninstalled, and in re-saleable condition with their original packaging.
• A £30 collection and handling fee per order applies to all non-faulty returns. This covers the cost of collection and restocking.
• Your original delivery charge will be refunded if you cancel your entire order, as required under UK consumer law. (Our courier does not refund this amount; AquaZen absorbs this cost as part of our service commitment.)
• Returns will aim to be collected within 3 working days by our delivery partner, with updates sent to the mobile number on your order.
• Please ensure goods are ready and accessible for collection at the agreed time.
• Once returned and inspected, we’ll issue your refund within 14 days to your original payment method.

6. Exchanges

• If you’d like to exchange an item, please email us first at hello@aquazenbathrooms.co.uk to confirm what you wish to return and which new product you’d like to order.
• The new item(s) must be ordered and paid for as a new order before collection is arranged.
• We’ll then coordinate collection of your return and delivery of your new order on the same day wherever possible.
• When the exchange follows this same-day process, the £30 collection and handling fee will be waived.
• If collection and new delivery cannot be arranged together, the standard £30 return charge will apply if deemed out of our control.

7. Refunds

• Refunds are processed within 14 days of receiving the returned item(s).
• Refunds are made to the original payment method used for the order.
• If you cancel your entire order within the 14-day cooling-off period, we’ll also refund the standard delivery charge (if applicable).
• Any handling or restocking fees will be clearly shown on your refund confirmation.

8. Exclusions

• Products that have been installed or used
• Made-to-order, personalised, or special-order items
• Hygiene-sensitive items (e.g. toilet seats) that have been unsealed or used

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Need help with a return?

Email hello@aquazenbathrooms.co.uk — we’re happy to help.

Beautiful Bathrooms. Better Prices.
AquaZen Bathrooms – Own Your Oasis.